Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Mon Oct 22, 2007 7:28 pm Post subject: There's Money In Lessons & Lessons Where You Find Them
I tend to be an early riser and am always at the office by 6:15 AM. This gives me time to make coffee, update the schedule and review my work for the day, before we open at 7:00 AM. In the past I would do this from an office in the back so as not to be seen by clients that might come by early.
Several years ago I needed a USB drive for my computer, on a Saturday morning. I had an appointment at 10 AM so I left home early and stopped at a nearby shopping center. There was a locally-owned Radio Shack and an Office Depot in the center. I pulled up to the Radio Shack, walked to the door and it was locked. Checking my watch it was 8:57 AM. The employee standing inside and by the door shouted, “You’ll have to come back at nine!”
I didn’t really appreciate the tone and no, I did not HAVE to come back at nine. Three-minutes was just about enough time to walk over to the Office Depot across the lot. In a few more minutes I was on my way with my drive and a great reminder about client service.
The following Monday after this experience I moved to the front counter. Now when people come by early, I hop up, unlock the door and great them. Their normal response is, I see you’re not open yet. With as much fanfare as I can muster at that time of the morning, I reply, “We are for you.”
With little extra effort on my part, I have an opportunity to set my company apart and make a client feel special. It is hard to measure the total effect this one thing has had on my business. I do know the additional sales I have made just chatting with folks before we officially open has made me a great deal of money. That nameless Radio Shack employee gave me something far more valuable than I anticipated.
Joined: 15 May 2007 Posts: 774 Location: Baton Rouge, LA
Posted: Tue Oct 23, 2007 6:44 pm Post subject:
Hi Mike,
slimmv wrote:
Here are a few other Customer Service blunders.
Beging any reply to a client with the word "No"
Telling clients what can't be done.
Interupting a client half way though an explaination or request.
Thanks, I think you're exactly right
slimmv wrote:
With those hours, you could have been a farmer
Thanks
Just a bunch of guys having fun and fixing stuff. Time flies when you're having fun I have my wife by my side and friends coming in all day to visit and bring me work. On top of that, I get paid a whole lot. Life is good!!
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